The CX Leader Podcast: The Influence of Technology on CX

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The Art of Text Analytics

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Eighty percent of the data we encounter daily is unstructured. It comes in a variety of formats: survey comments, social media posts, product reviews, chat logs, emails, etc., and it’s often accessible instantaneously. How do we handle such overwhelming – but useful – information? One solution that customer experience professionals can implement is text analytics. Unfortunately, figuring out the best ways to use text analytics often comes with its own challenges. 

What you will learn:

  • How text analytics is a solution for customer experience professionals to manage and use unstructured data 

  • How to incorporate text analytics into your VOC initiative

  • How a company used text analytics to transform unstructured comments into actionable feedback 

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